This page covers the Performance tab. See Data Tables for custom tables.
Filter the calls
The date range and filters apply to the charts in the active view. Available filters can include outcomes, topics, end reasons, call status, call type, sentiment, phone numbers, call duration, day of week, and time of day. Use quick filters for common fields, or open the full filter panel for the complete set. Filter choices are limited to values available for the selected agent and date range.Read the charts
The default Performance view includes:
Select a chart segment or point to open the matching calls. This lets you move from an aggregate pattern to the conversations behind it.
Some charts provide controls for their metric, time granularity, scale, category grouping, or goal. These settings belong to that chart and do not change the underlying call data.
Work with views
A view keeps a set of Performance filters and chart settings for an agent. You can create, rename, duplicate, reorder, and delete views. Use separate views for questions that need different scopes, such as weekly operations, negative-sentiment calls, or a specific outcome. Give each view a name that describes the question it answers.Interpret the results
- Use outcomes to measure results recorded by flows or updated after a call.
- Use topics to understand what callers discussed.
- Use end reasons to understand how calls stopped.
- Open the underlying calls before treating a chart change as a product or flow issue.